Toshiba Transforms Customer Service With Clarify Call Recording

PRESS RELEASE: Toshiba America Information Systems, Inc., Telecommunication Systems Division announced Clarify Call Recording for Toshiba’s unified communications platforms IPedge®and Strata® CIX with IPedge App Server. Clarify is a powerful yet easy-to-use call recording solution that helps ensure call quality and compliance in any business, including contact centers or sales desks concerned with customer relations as well as financial, medical, emergency or other service companies that must comply with legal regulations.

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“Maintaining an edge in today’s competitive business environment requires a high level of customer service. With Clarify Call Recording, organizations can easily monitor staff-customer conversations, evaluate staff performance on calls, verify transactions made during a call and demonstrate call compliance with regulatory guidelines,” said Mark Carpenter, vice president of Technology & Product Management for Toshiba America Information Systems, Inc., Telecommunication Systems Division.

“Call recording functions make employees more productive, improve customer service, minimize legal risk and, ultimately, help any business operation thrive and grow,” added David Ansehl, director of Sales for Toshiba America Information Systems, Inc., Telecommunication Systems Division.

Now available from Authorized Toshiba Dealers, Clarify offers innovative features that let users securely record, archive, search, play and share telephone calls.* This includes support for agents and agent groups in a contact center environment through a tight integration with Toshiba IPedge systems and Strata CIX systems that have an IPedge Application Server.

Clarify’s easy-to-use Web-based Graphical User Interface (GUI) provides a powerful tool for simple system configuration and automatic imports of agent and extension information. Users can configure Clarify to record (or not record) particular calls based on Agent, Extension, Caller ID or other criteria from a drop-down menu. The dashboard displays a list of ongoing calls being recorded, allowing users to easily select a call to start monitoring.

In addition to trunk and station-side recording, remote users and agents will also be able to start, stop and forward recordings via Toshiba’s UCedge® client software 2.6 that runs on iOS® and Android™ mobile devices, Windows® PCs and Mac® computers.**
Encrypted recordings along with tight security measures ensure compliance with industry regulatory requirements, including the Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry Data Security Standards (PCI DSS). An SDK (Software Development Kit) allows system integrators to tie in external databases or popular CRM programs for development of customized applications to meet a variety of business needs.

For a full list of Clarify features and specifications, visit
http://www.telecom.toshiba.com/Telephone_Systems_Resources/Product_Brochures/pdf/Call-Recording-Data-Sheet.pdf.

*Review local law regarding recording of calls prior to use of this feature.

**Clarify will integrate with Toshiba’s UCedge 2.6 or higher client software, coming soon, which runs on Android and iOS mobile devices, Windows PCs and Mac computers, as well as the Call Manager client running on a Windows PC.

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